Task Abstract:

To supervise a team of customer service whose role it is provide hotel & aviation related products service to domestic customers. Responsible to popularize & sell the related products, to complete company each work index and handle customer consultation & demand & complaint.



Main Duties, Responsibilities and Deliverables:

1. Good coaching skills in developing staff’s customer service skill and service attitude;

2. Initiative and innovation in making recommendations for service improvement;

3. Motivating team and encouraging a high-level of team spirit within team and cross-teams;

4. Leading and driving the team to achieve the prescribed sales target;

5. Ensuring that desired reporting requirements are being met and submitting to Operations Manager based on the Service Level through appropriate tracking mechanism and reporting;

6. Ensuring that the team achieves all of the Service Levels;

7. Ensuring that product policies and processes are adhered to by team members;

8. Actively participating in providing feedback (positive and negative) to client in regards to policies, processes and customer feedback;

9. Conducting team briefings and discussions on a regular basis;

10. Ensuring that all issues (customers and systems) are tracked and escalated promptly to Operations Manager.



Competencies:

1. Leadership skills in managing a team of over 10 staff;

2. Excellent customer handling skills in serving difficult customers and enquiries/complaints of complex nature;

3. Being energetic, flexible and able to work under pressure;

4. Good team building, communication and interpersonal skills across all levels;;

5. Ability to communicate effectively in spoken and written English and Chinese (Mandarin/Cantonese);

6. Assertive and result-oriented;

7. Good analytical and problem solving skills;

8. Resilient and positive attitude;

9. Good understanding of call centre operations;

10. Working knowledge of Microsoft Office applications;

11. Experience in project management.

電訊盈科有限公司（PCCW Limited）（香港聯(lián)合交易所上市代號：0008）是HKT集團(tuán)控股有限公司（HKT）的控股公司，而HKT則是香港首屈一指的電訊商，也是世界級資訊及通訊科技公司。電訊盈科亦持有盈科大衍地產(chǎn)發(fā)展有限公司的大部分股權(quán)以及包括全資附屬公司UK Broadband Limited的海外投資。
PCCW/HKT率先為香港帶來 四網(wǎng)合一 的新體驗(yàn)，提供一系列跨越固網(wǎng)、寬頻互聯(lián)網(wǎng)、電視及流動(dòng)通訊四個(gè)平臺的創(chuàng)新媒體內(nèi)容及服務(wù)。此外，本集團(tuán)在致力滿足本地及國際商界的先進(jìn)需要之余，亦為網(wǎng)絡(luò)商提供領(lǐng)先的技術(shù)服務(wù)，并承辦公營及私營機(jī)構(gòu)的大規(guī)模外判資訊科技項(xiàng)目。
為配合中國區(qū)的業(yè)務(wù)發(fā)展，以下業(yè)務(wù)單位誠邀有信心活力、渴望尋求自我發(fā)展機(jī)會的優(yōu)秀人才加入。